ComplaintsforBest Buy Canada Ltd.

• Initial Complaint

  21/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 11 2020 I bought an ******** Washer from Best buy. It came with a 1 year warranty. On July 23 2021 I called their Geek Squad to let them know that the washer was broken. I was given a claim #******** and was told someone would look at it. A week later someone did and I called back to ask about it and they told me parts were on order and they had no idea when they would be in. I was told to call the parts people who were not helpful, then told to call *********, the warranty company. I called them 3 times and was on hold for 45 min or more each time and gave up. I tried calling Geek Squad back but now it says they are connecting me to an agent and hangs up. I went on the chat line last week and was told they would put a note on my file. I told them that was not good enough and if someone didn't get back to me in a couple days I would take it further. I have been waiting 3 months now. * **** **** **** *** **** ******* *** *** ********* I want my warranty extended min 3 months also

  Business response

  28/10/2021

  Hi ******,
  
  
  I am following up on your BBB claim, ********, regarding the defective washer. 
  
  I am in contact with my claims centre and hope to have an update soon as to what is happening with you claim. 

  Please response to the message sent to you in our Best Buy Canada support system that I sent you for any update. 

  
  Thanks,
  Michael

  Business response

  17/11/2021

  Hi ******,

  As ******* has been away ill, here is the last email he had sent you on Nov. 10th with no response from yourself.

   

  ** ******* *** ***** ****** ** ********** *** ******** ** **** ******* ******* **** *** ****** *** ** **** ** *** ***** **** **** **** ** *** **** ****** ** ******   ******* ******* *** **** *** **** *******Erik
  Executive Resolution Specialist 
  Bestbuy.ca
  

• Initial Complaint

  21/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Aug.15th I purchased a ***** Watch using cash. I have the receipt. They did not have the item in stock so they offered to ship it. I accepted and picked up my package from *** ** on Aug.25th. The package had my name/info on it. Inside, was someone else’s item and name/info. I was told by Best Buy customer service to return to store for a refund. On Aug. 26th, I returned to the store. The manager was not helpful and rude. They told me they couldn’t help me and to call another customer service line to open a case file. I did that. Since then, I have emailed and called 1-3 times a week requesting my refund as I spent 609.64$ and have no item. Customer service continues to say it will take 3-8 days and refuse to pass me to a higher up. I have emailed my case file employee countless times with little to no response. I would like my refund.

  Business response

  29/10/2021

  Hi *******,
  
  We have received your inquiry regarding your order *********.
  
  As was mentioned, we do not sell the item you received nor are we affiliated with the company who's invoice is inside the package. We also do not have any record of the person listed on the invoice inside the package.
  As such, this shipment could not have come from our warehouse. 
  
  Due to this, an investigation was initiated into the order with the various parties related to the delivery as it is possible that the label was swapped after the package was shipped from our warehouse.
  At this time we have not yet received the results of the investigation from all the related parties and are not able to approve a refund at this time.
  
  We understand your frustration with how long this is taking, however we need to complete this investigation before we are able to approve a refund.
  We have followed up with the remaining parties and will update you as soon as we have received these results.
   
  If you have any questions or concerns regarding this, please let us know.
  
  Thank you,
  
  Customer Experience Team

• Initial Complaint

  20/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought an **** through customer service because of an inability to do it on line due to a known BB issue. They cancelled the order due to their error. Their only offer was offer the exact **** for??Price and 2wks late I found that unacceptable and due to time constraints I purchased a slightly different **** for a price more than I had originally spent on initial purchase they cancelled ($110) but less than the first offer they made ($150) My gift card, that evidently worked when I tried to make the first online purchase attempt, no longer has value They made several errors and would not help at any level, they unilaterally cancelled my sales agreement, would not honour the original price at all, then froze my purchases, due to their internal security policy and refused to acknowledge they created the entire problem Rude manager who was dismissed as was the HQ customer experience team They have yet to acknowledge their error or honour the initial sales agreement

  Business response

  21/10/2021

  Hi ****,
  
  
  I am contacting you regarding the BBB complaint,********.
  
  I see the following orders:  
  ********* - Cancelled - **** *** ***** **** *** *** 
  ********* - Cancelled - ***** **** *** ***
  ********* - Pickup up at store - ***** **** *** *** 
  
  I'm sorry that your order was cancelled as it didn't pass our security check and that affected the subsequent order.   
  
  It appears that the item originally ordered was an open box order hence the price difference. 
  
  I don't see a gift card being used. Is there still a gift card issue that you need assistance with?
  
  I am looking into the conversations you had. It is true that once an order is cancelled, we have no way of restarting the order. 
  
  Please respond to the message I sent you through our Best Buy support system if you have new information or need an update.  
  
  Thanks,
  Michael

  Business response

  28/10/2021

  Hi ****,
  
  Thank you for all the details. It really helped me understand what happened when I looked into the situation. It is apparent that this all started due to our error with your email address. 
  
  I am wondering if we can connect today by phone to discuss? Is there a good time to reach you? 

  
  Thanks,
  Michael

  Customer response

  28/10/2021

  
  Complaint: ********
  
  I am rejecting this response because the response is for the business and I to speak directly on the matter. There has been one resolution to the file or haS an offer of resolution been made. Once I speak with the company representative I should be in a better position. To properly respond to this email. For information I now have two reps engaging me directly. The original agent has reengaged me after significant delay and   Ew agent reached out after I made the complaint. I do not believe they understand there are two reps engaging me.  I advised the via email of this awkward situation today. I will keep you advised if an when this file is solved
  
  Sincerely,
  
  **** ******

  Customer response

  02/11/2021

  ******

  
  

  I write to advise that my complaint with Best Buy has been settled.  Michael from their executive resolution team took the time to understand my complaint and investigate the issue to determine what happened and what went wrong. His report to me via phone was detailed as he was able to determine what when wrong and to pinpoint several errors that were made that lead to my complaint. He assured me Best Buy has taken action to improve so in the end they may deliver a better customer experience.  I received an apology and Best Buy offered a gift card to compensate the price differential and the problem with the gift card.  I accept this and view this file successfully closed.  I would like to thank you and the BBB for providing the service that you do. 

  
  

  Regards 

  
  

  **** ****** 
  
  

  **** **** ** ******

• Initial Complaint

  19/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  during the promotion of *** phone launch I was offered a tv as a gift that was to be fulfilled by best buy On July 17 2021 I got my gift released by *** and had to go through best buy to have my gift delivered to me. I upgraded to a bigger tv and was told that Sept 10 was my delivery date. Upon that date they could not fulfill it due to shipment problem. They wanted me to wait or pick a new tv from best buy. I chose that option and was given nothing but problems. I was told nothing through market place. So I found a sale one that was in price range. It ended up being out of stock due to late email and phone calls on their end. They emailed me a week ago and gave me the exact tv I picked which was *** as an option. It is now late in and I have called and not have heard a word since on when or if I will receive my tv. I emailed them on an update.

  Business response

  29/10/2021

  Contacted customer and offered them a 150$ Gift card as compensation for time lost, they said they would go into store to complete the exchnage

• Initial Complaint

  18/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a mini fridge on August 22 for a home renovation. My renovation was delayed over a month due to building supplies. on Oct 10 the fridge was opened and was clearly damaged in transit with a large dent in the bottom Right. I called Best Buy who told me because it was past 30 days that I had to call the manufacturer. The manufacturer told me because it's not faulty, I have to work with Best Buy because it was damaged in transit. Best Buy refuses to help me after the manufacturer declined and I am out $250 with a damaged fridge.

  Business response

  19/10/2021

  Hi ******,
  
  I am reaching out to you regarding your BBB complaint, ********.
  
  I would like the chance to look into this situation but I am unable to find a receipt. Can you please reply to the message sent through our support system with a copy of the receipt.  

  
  Thanks,
  Michael

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩